Frequently Asked Questions
Find answers to common questions about our products, orders, and delivery.
What type of products do you sell?
We specialize in hair extensions, wigs and related beauty products. We also facilitate preorders for general merchandise.
Are all items in stock?
No, not all items are readily available in stock. Some products are offered on a preorder basis, which means they are sourced after your order is placed.
Can I cancel or change my order after placing it?
No. Due to the nature of our wholesale and preorder system, all orders are final once confirmed and processed.
Do you accept returns or exchanges?
Returns or exchanges are only accepted if:
- You receive the wrong item, or
- The item is defective or damaged upon delivery
No returns are accepted for any other reason.
How do I request a refund?
If you receive a wrong or defective item:
- Contact us within the specified timeframe after delivery
- Provide your order number and clear evidence (photos/videos)
Once verified, your refund will be processed.
How long does delivery take?
Delivery timelines depend on the type of order:
- Wholesale orders: Delivered based on agreed timelines and locations
- China preorders: May take longer due to international shipping and customs clearance
Estimated delivery times will be communicated when your order is confirmed.
Do you offer delivery or pickup?
Yes, we offer both:
- Delivery: Arranged based on your order type and agreement
- Pickup: Available in selected locations where applicable
Why is my preorder taking longer than expected?
International shipments, especially from China, may be delayed due to:
- Shipping logistics
- Customs clearance
- External factors beyond our control
We appreciate your patience in such cases.
What payment methods do you accept?
We accept secure payment methods available on our website. Full payment is required before processing any order.
What happens if I enter the wrong delivery details?
Customers are responsible for providing accurate information. We are not liable for delivery issues caused by incorrect details provided at checkout.
Can I track my order?
Tracking updates may be provided where available, especially for international shipments. You can also contact us for updates on your order.
Who do I contact for support?
If you have any questions or issues, please contact us:
- Email: info@tillyluxe.com
- Phone: +233 54 903 0437